Jira Service Management (JSM) Consultant

We are seeking a highly skilled Jira Service Management (JSM) Consultant with expertise in ITSM workflow automation and Microsoft ecosystem integration, especially Power Automate or Logic Apps, to implement a fully functional support operations platform. The consultant will be responsible for configuring scalable workflows, automation, and integrating JSM with SharePoint Online (SPO) as the internal Knowledge Base

Key Responsibilities:

• Design and implement Jira Service Management projects, workflows, forms, queues, and SLA logic
• Develop custom automation rules and escalation flows aligned to P1/non-P1 severity
• Integrate JSM with:
• Microsoft Power Automate or Logic Apps
• SharePoint Online (SPO) for Knowledge Base search, referencing, and linking
• Outlook/M365 components (e.g. email parsing, BC triggers)
• Create ITIL-aligned request types (Incident, Request, Change) and change approval flows
• Define SLA timers, escalation matrices, and skill-based routing logic
• Implement real-time dashboards for ticket trends, SLAs, and team performance (JQL)
• Set up secure access controls and permission schemes for various user roles
• Conduct handover documentation, SOP creation, and JSM onboarding for internal staff
• Build reusable workflows/templates for rapid replication in future client setups

Requirements:

• 3+ years of experience configuring Jira Service Management (Cloud)
• Must have experience building Power Automate or Logic Apps flows
• Strong experience integrating JSM with SharePoint Online (SPO)
• Good understanding of Microsoft 365 stack (Exchange Online, SharePoint, Teams)
• Proficient in JQL, custom fields, dynamic forms, SLA metrics, and queue design
• Familiarity with ITIL practices and managed services environments
• Excellent documentation and training ability